 Are Decision Support Systems Getting People to Conform? The Impact of Work Organisation and Segmentation on User Behaviour in a French BankFrantz Rowe ()
Post-Print from HAL Abstract: The longitudinal study of the most sophisticated decision support system (DSS) for the management of debit accounts provides new answers to the question of conformity in French banking. In 2003, the analysis of 45 observations and qualitative interviews showed that the advisor maintains his free appreciation of risk. However, even if conformity does not exist, the results on the modification range show that the DSS does exert an influence on user behaviour. In addition, the interpretation and acceptance of DSS recommendation are different according to the type of portfolio managed and how the work is organised. The less the financial advisor knows the client, the greater the influence of the DSS. Recent decisions regarding the division of labour for the management of lower segments heighten the risk that DSS used without knowing the client leads to more conformity, or at least to what we conceptualise as strategic conformity, and a taylorisation of services. Date: 2005-06-01 Published in Journal of Information Technology, 2005, 20 (2), pp.103-116. ⟨10.1057/palgrave.jit.2000042⟩ There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04823527 DOI: 10.1057/palgrave.jit.2000042 Access Statistics for this paper More papers in Post-Print from HAL |
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